FAQ
Orders and products
How do I know if a product is in stock?
Every item shown on the store is in stock. If a model or a colour no longer appears, it is temporarily sold out — in most cases it will be restocked. Contact customer service to find out when a particular model is coming back.
Are your products sold on other platforms authentic?
We work with established partner platforms. If you have any doubt about the authenticity of an item bought anywhere other than davidjones.paris, send us photos of the product and we will check it for you.
Are your bags made of leather?
Our bags are made of faux leather, in a range of finishes: smooth, grained, croc-effect, suede-effect or saffiano-style. The exact material of each model is listed on its product page. This choice, which we have stood by since the 1990s, is what allows us to offer carefully made bags between €35 and €75.
Are David Jones products covered by a warranty?
We do not offer a commercial warranty on David Jones products. The legal guarantee of conformity applies under the conditions set out by law. If your item is damaged, contact customer service — we look at every case individually.
What should I do if there is a problem with an in-store purchase?
For any claim relating to a purchase made in a physical shop, please contact the shop where the purchase was made. The team on site will start the appropriate procedure.
Shipping
Which countries do you ship to?
We currently ship to European countries. If you live outside this area, contact customer service — we look at the options case by case.
What are your delivery times and shipping costs?
Orders are dispatched within 48 to 72 working hours. Shipping is free on orders over €49. Full rates and carriers are listed in our shipping policy
How can I track my order?
A shipping confirmation email containing the carrier's tracking link is sent as soon as your parcel leaves our warehouse. It is also available from your customer account.
Returns and exchanges
How do I return or exchange an item?
You have 14 days from delivery to return or exchange (colour or model) an item bought on davidjones.paris. Contact customer service with the reason and we will send you the full procedure.
This policy applies only to items bought directly on our website. Items bought on other online platforms, in a physical shop, or in a country not served by our direct delivery service cannot be taken back. See the refund policy
What should I do if I receive a faulty item?
Contact customer service as soon as possible with your order number and photos of the fault. We will come back to you quickly with a solution: exchange, refund or repair, depending on the case.
Care and use
How do I care for a faux-leather bag?
A soft, slightly damp cloth is all you need for everyday care. Avoid solvents, alcohol and products made for real leather, which attack the coating. Let the bag dry in open air, never near a heat source, and store it filled with tissue paper so it keeps its shape.
I have forgotten my suitcase code — how do I unlock it?
Try the combinations in order: 000, 001, 002, and so on until it opens. The method is slow but foolproof — you will rarely need to go through all 999 combinations.
The telescopic handle on my suitcase is damaged — what should I do?
Send customer service the product reference together with your proof of purchase. We will look into it and come back to you with a suitable solution.
Another question? Contact customer service